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  • 學位論文

從經營管理觀點與顧客觀點探討服務業應用RFID問題之研究

The RFID Problems in Service from the Viewpoint of Managers and Customers

指導教授 : 李文瑞

摘要


本研究之目的,主要是探討服務業在使用以RFID為基礎的系統時,所可能會遭遇之困難。因不同性質的產業,可能會面臨到相同卅不同的潛在難題,然而,目前RFID之相關文獻,仍尚無完整介紹各產業潛在的RFID應用問題;再者,大多所提到的難題,居多是RFID技術面的問題,較少有提及顧客觀點面的。有鑑於此,本研究在探討RFID問題時,會從經營者觀點與顧客觀點兩方面同時來瞭解。本研究首先是以文獻查證為主,使瞭解各產業之問題概況,並把RFID相關問題做廣泛性分類,以利於後續對特定對象之分析。後續,以立意取樣方式選取出13位台灣各地專家群,與164位有選修RFID課程之南部科大學生,並採平行設計來進行德菲法之深入訪談與問卷法之問卷調查等質量性研究。最後,本研究結果發現,管理者會因為成本、市場普及性、供應鏈環境的影響、環境安全考量、RFID效益顯現與否、技術不成熟等主要問題而影響到RFID導入之意願;同時,本研究亦發現,不論是管理者還是潛在消費者,他們所認知的顧客反應是有重疊性的,即重視高便利,擔憂資安性。而管理者對資安…等隱私權問題所提出的因應之道是:「強化便利性,淡化負面性」,並搭配「外在的共同機制」。 雖然各個產業會遭遇到相同卅不同的潛在問題,但就問題本身而言,對於服務業應用RFID系統等策略之實行,其影響程度仍是有分別的。為了能確實掌握真正的重點問題所在,本研究特提供服務業管理者一份有效的RFID參考決策指標,以助於提昇決策資訊完整性,並縮短決策考量時間性,期能對各個產業在未來應用RFID管理上有所助益。

關鍵字

RFID 服務業 顧客觀點

並列摘要


The purpose of the study is to identify the potential problems of the RFID system applied in services. Although the problems of the RFID applications have been studied in the literature, very few of them did study from customers’ viewpoints. Most of the existed papers explore the applications from the viewpoints of technical system. To a business, customer is one of the determinant factors to justify the success of the RFID application, especially in the service industry. The study employs the Delphi approach to solicit experts’ opinions on the problems of the RFID application in the service. The 13 experts, which selected based on different backgrounds including scholars and top managers, all possess rich experiences in the practices relevant to the RFID. Besides, the study also conducts a questionnaire investigation to verify or contrast the assuming standpoints of the study. The 164 respondents, who have taken the RFID related courses, are randomly selected from the graduate and undergraduate students in southern Taiwan. The results of the study confirm that there are six factors to affect the introduction of the RFID system in the services. They are cost of installation, prevalence of the RFID system, supply chain system, safety and environment, cost and effectiveness issue, and the technical problems. The study also finds that the experts can take into account the customers standpoints, such as convenience, security etc. The experts suggest that business had better to take the strategy, augmentation of the merits and lightness of the deficiencies, to its customers. In addition, the experts also strongly suggest that a supporting system must be established to make the RFID application going smoothly. Although different service business will encounter different problems on the RFID applications, the study also presents index for the service so that the business can make a more easy decision on the introduction of the RFID system.

並列關鍵字

RFID Service Customer viewpoint

參考文獻


連慧敏 (2009)。AHP運用於消費者採購馬桶關鍵因素之探討—以南部特力屋消費者為例。崑山科技大學企業管理研究所學位論文,100。
洪昆廷 (2008)。使用者組織內部的服務品質缺口模型之驗證─以資訊系統服務需求為例。元智大學資訊管理學系學位論文,66。
周士傑 (2006)。社會大眾對RFID應用於醫療方面之接受度研究。淡江大學資訊管理學系碩士班學位論文,84。
馮啟彥、胡雅舜、廖耕億 (2008)。"探索RFID導入時影響醫療顧客隱私顧慮的因素。" Communications of the CCISA,14(4),162-172。
陳育毅、蔡孟琳 (2008)。"RFID電子標籤的辨識、驗證、存取控制、防偽等研究之關連性。" Communications of the CCISA,14(3),14。

被引用紀錄


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李怡慧(2013)。利用RFID建立藥品履歷制度之關鍵因素分析〔碩士論文,國立臺北科技大學〕。華藝線上圖書館。https://doi.org/10.6841%2fNTUT.2013.00727
劉欣宜(2017)。探討失智症患者家庭照顧者的壓力因應歷程對憂鬱程度之影響〔博士論文,國立臺灣大學〕。華藝線上圖書館。https://doi.org/10.6342%2fNTU201702300
游璧如(2005)。資優生自我效能與社會支持對於情緒適應之預測研究〔碩士論文,國立臺灣師範大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0021-2004200715482973
洪菁穗(2010)。國中露營課程對青少年自我效能影響之研究---以台北縣某國中為例〔碩士論文,國立臺灣師範大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0021-1610201315194789

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